PVOIL implements training program for petroleum stations staff: A strategic move to enhance service quality

With more than 860 petroleum stations and nearly 4,000 store managers and sales staff nationwide, PVOIL is not only one of Vietnam’s largest petroleum trading enterprises but also a brand recognized by customers for its professionalism, dedication, and reliable service quality.

To further improve service quality at petroleum stations, PVOIL has implemented numerous practical initiatives, most notably standardized and systematic training programs across the entire network. The “Professional Training Program for Store Managers and Sales Staff at Petroleum Stations” is a continuation of this journey, solidifying PVOIL’s goal to become the number one enterprise in product and service quality.

Recognizing the Role of Frontline Staff

In the fiercely competitive petroleum retail market, ensuring authentic fuel and accurate quantity is fundamental, but customer experience plays an increasingly decisive role. A professional sales process or a simple, friendly gesture can leave a lasting impression and build customer trust, enhancing PVOIL’s brand image. Through this, PVOIL contributes to spreading the cultural values of Petrovietnam. Each petroleum station employee is expected to act as a brand ambassador, embodying professionalism and dedication in every customer interaction.

Thus, PVOIL understands that human resource quality is the core factor creating differentiation and sustaining customer trust. Investing in training for store managers and sales staff is not just a short-term need, but a long-term strategic move.

Comprehensive, Flexible, and Effective Training

This training program was designed to provide professional knowledge, skills, and working methods for petroleum station personnel. These are not only training materials but also practical tools for self-study and capacity building at both individual and subsidiary levels.

The training program aims to improve operational quality and management at petroleum stations, enhance sales and customer service skills, standardize processes, apply modern technology, and promote branding and competitive advantages. The materials include 122 video lessons and 200 pages training manual, divided into three groups according to job positions. Learners complete theoretical lessons online via the PVOIL E-learning platform, which allows flexibility in time and access. Practical training combines online guidance with on-site instruction at petroleum stations. Learners study online, take assessments on the system, and are guided, evaluated directly by their respective subsidiaries.

PVOIL has also integrated AI into the training platform to enhance training quality and standardize staff capabilities. Key applications include digitizing training materials, AI virtual instructors interacting by scenario and offering 24/7 support, realistic petroleum station simulations, automated test generation and scoring, analysis of training effectiveness, and personalized content suggestions based on learner performance.

After the launch conference on March 25, 2025, the official training timeline runs from March 27 to May 26, 2025.

Each subsidiary is responsible for organizing training, ensuring that staff complete the evaluation to receive certification, which is a required condition for continued employment at petroleum stations. Those with excellent results may be rewarded per subsidiary policy. Newly recruited staff must present certification prior to onboarding. Final evaluation outcomes (Pass, Good, Excellent, Outstanding) will also be used to select potential candidates for future store manager positions.

Message from the Board of Directors

At the launch conference, Mr. Cao Hoai Duong - Secretary of the Party Committee and Chairman of the Board of Directors - emphasized: One of the key factors enabling leading enterprises to maintain service quality across large networks is standardized training and supervision. That creates consistency in service, which earns lasting customer trust.

PVOIL is rapidly expanding its petroleum station network - a point of pride, but also a challenge, especially in training personnel. Traditional training methods are no longer suitable. Thus, digitalizing training materials, building video-based lessons, and implementing online learning is an innovative and timely solution. This effectively addresses the challenge of training store managers and petroleum station staff in a context where knowledge constantly evolves.

I truly appreciate and recognize the contributions of all project team members, from the Board of Directors to departments and subsidiaries, who worked tirelessly for over 200 days to complete this training program. I am proud of the quality and comprehensiveness of the materials. I call on all subsidiaries to recognize the importance of training, utilize this tool effectively, promote it widely to petroleum station staff, implement training and retraining regularly, and establish enforcement mechanisms. We must continue to fully digitalize 100% of our training resources to keep pace with PVOIL’s rapid growth.

Laying the Foundation for Sustainable Development

This training initiative not only provides job-related knowledge but also standardizes operational procedures at petroleum stations. The content is based on practical experience across the network, helping reduce risk, increase productivity, and ensure workplace safety.

Furthermore, consistent application across the network will create uniform service quality nationwide, enhancing customer satisfaction and trust.

Affirming Market Position, Looking to the Future

Through strategic investment in training content and methods, PVOIL is solidifying its position not only as a leading petroleum distributor but also a leader in service quality. This training program represents a commitment to comprehensive transformation from people to process, from policy to corporate culture laying the foundation for long-term development and trust in the PVOIL brand.

             Mr. Cao Hoai Duong, Secretary of the Party Committee and Chairman of the Board of Directors of PVOIL, delivered a keynote speech at the official launch of the training program.